Director of Service Delivery

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is WPP ET’s mission to enable everyone to collaborate, create and thrive. WPP ET is undergoing a significant transformation to build the transformation platform that will power the next evolution of WPP. WPP is on a journey to clarify and simplify the operating model between our brands and WPP, modernise and create tech-enabled colleague experiences, and create an open, integrated technology innovation platform across WPP. 

Along that journey we will ensure WPP ET is a destination for tech talent, modernise our ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data. 

As we continue this journey, a Director of Service Delivery is required to lead the delivery and continuous improvement of core enterprise technology services, ensuring high-quality, reliable and user-focused services across WPP. The role will own service performance, service management, and the service desk, while also leading key vendor and partner relationships to deliver strong operational outcomes and a consistently positive colleague experience.

What you'll be doing:

• Lead the end-to-end delivery of core services, inc. overseeing the Service Desk and owning Service Management to ensure stable, secure and reliable services for colleagues across WPP.
• Own operational service performance, with clear accountability for service quality, availability, responsiveness, resilience and continual improvement.
• Oversee service management disciplines including incident, problem, change, request and major incident management, ensuring effective governance and control.
• Define and manage service performance frameworks, including SLAs, OLAs, XLAs and KPIs, with reporting that drives action and accountability.
• Act as a senior escalation point for service issues, balancing immediate resolution with root cause analysis and long-term improvement.

• Shape and lead a service experience approach that puts colleague needs, outcomes and satisfaction at the centre of service delivery.
• Use insight, feedback and service data to identify pain points, prioritise improvements and improve the overall experience of services.
• Partner with business and technology stakeholders to ensure services are designed and delivered in a way that is simple, effective and aligned to business needs.
• Embed a culture of continuous improvement, using service reviews, user sentiment and operational data to drive measurable experience improvements.

• Lead operational relationships with strategic vendors and delivery partners, ensuring services are delivered in line with contractual commitments and expected outcomes.
• Monitor partner performance through robust governance, service reviews and performance reporting, holding partners to account for quality, cost and improvement delivery.
• Work closely with procurement, finance and internal stakeholders to support commercial decisions, contract renewals, service changes and risk management.
• Build effective, outcome-focused partnerships that support service transformation, operational efficiency and a consistently strong colleague experience.=

Who You'll be working with:

• CIO, Technology Operations – Paul Timmins (line manager)
• Technology Operations Leadership Team
• Group CIO – Dominic Shine
• Agency and Corporate CIOs
• Agency c-suite leaders responsible for operational performance (CFO/COO)

What you'll need:

• Strong service delivery leadership experience, with a proven track record of leading large scale operational services in complex, global and highly matrixed environments.
• Deep experience managing an outsourced service provider, with clear accountability for service quality, performance, governance, cost control, contractual compliance and continuous improvement.
• Proven experience leading outsourcing and insourcing of service delivery functions, including service desk, with the ability to manage transition, knowledge transfer, operating model change and service continuity.
• Strong service management expertise across incident, problem, change, request and major incident management, with strong understanding of SLAs, OLAs, XLAs and KPI-based performance management.
• Strong service experience focus, with the ability to use colleague feedback, operational insight and service data to improve experience and outcomes.
• Strong commercial and partner management capability, including experience working with procurement and finance on contracts, renewals, service reviews, performance governance and cost optimisation.
• Experience of leading organisational and delivery model change across internal, outsourced, onshore and offshore teams, while maintaining service stability and minimising operational disruption.
• Strong stakeholder management and communication skills, with the ability to engage credibly with senior technology and business leaders, act as an escalation point and communicate service performance clearly.
• Strong knowledge of enabling technologies including ServiceNow and other tooling used to support enterprise service delivery.
• Experience operating at global scale, with a practical understanding of the challenges of delivering consistent service outcomes across multiple regions, businesses and partner teams.

Who you are: